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Hi Ben, we’re very sorry that your new K2 Pro 55W failed and that our troubleshooting made you feel you were being sent in circles. We have escalated your case to a senior support owner and are contacting you directly with a concrete warranty solution. Given the behavior you reported, please do not power on or disassemble the laser further. Thank you for the detailed evidence you provided—we are taking ownership of the case and will work to resolve it promptly.

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22. juli 2026

Hi Linda,

Thank you for taking the time to share your experience. We're genuinely sorry that your first impression of the iKier Master was not the one we hoped to deliver.

Regarding shipping, we'd like to provide some additional context for future readers. Your order was placed on April 30, when the iKier Master was still in its pre-order phase (We clearly noted this on the page at the time), rather than being an in-stock product. While we worked to deliver pre-orders as quickly as possible once production was completed, we completely understand that the waiting period felt much longer than expected, and we sincerely apologize for the frustration this caused.

We also understand that receiving your order in multiple shipments was inconvenient. The machines and accessories is shipped in separate packages intentionally for two important reasons. First, shipping major components individually significantly reduces the risk of damage during international transportation, helping ensure each part arrives safely. Second, this approach allows us to optimize logistics costs, enabling us to offer a more competitive price while maintaining the overall product quality and ownership experience. We recognize that this may not have been clear during the delivery process, and we appreciate your patience.

We're also sorry that the setup guidance and onboarding experience did not meet your expectations. Since the initial launch of the Master, we have been continuously expanding our user documentation, tutorial videos, and support resources to make setup and operation much easier for new users.

Regarding the information requested by our support team, we understand it may have felt excessive. Our intention is always to accurately identify the specific machine configuration and order details before providing technical guidance, helping us avoid incorrect troubleshooting and resolve issues as efficiently as possible.

Your feedback is extremely valuable to us and has been shared with our product, documentation, and customer experience teams. We remain committed to improving every stage of the ownership experience—from ordering and delivery to setup and long-term support.

Thank you again for your honest feedback and for choosing iKier.

— The iKier Team

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22. juli 2026

Hi Shawn,

Thank you for taking the time to share such detailed feedback. We're truly sorry that your first experience with the iKier Master did not meet the expectations we strive to deliver.

We understand how frustrating the unexpected shipping delay and the need to troubleshoot a brand-new machine must have been. While we're pleased that our engineering and support teams were able to help you successfully resolve the optical alignment issue, we recognize that this was not the ideal out-of-box experience.

We would also like to provide some additional context regarding the optical alignment. The FlyLock Optical System is designed to keep the optical path stable during normal operation and after routine movement or repositioning of the machine, minimizing the need for recalibration during everyday use. Although most machines arrive ready to use out of the box, in rare cases where a machine has experienced extended international transportation, we may recommend performing a quick optical alignment check before first use to ensure optimal engraving and cutting performance.

At the same time, your feedback has been shared directly with our product and manufacturing teams. We are actively improving both our packaging design and the stability of the optical system to better withstand international transportation and further reduce the likelihood of alignment adjustments being needed after delivery. Our goal is to provide every customer with the best possible out-of-box experience.

Your comments regarding setup documentation, public service resources, and support availability have also been shared with our product and customer experience teams. We are expanding our knowledge base, improving our service documentation, and continuously refining our quality control and support processes to provide a smoother ownership experience for every customer.

Regarding support availability, our global support team serves customers across multiple time zones. While we always aim to respond as quickly as possible, we understand that time zone differences can sometimes affect response times, and we're continuously working to improve this experience.

We sincerely appreciate your recognition of our support team's efforts throughout the process. Feedback like yours helps us improve both our products and our service.

If there is anything further we can do to improve your experience with the iKier Master, please don't hesitate to reach out to us directly. We're committed to ensuring you get the most out of your machine.

Thank you for choosing iKier.

— The iKier Team

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7. juli 2026

Hi Bill, thanks for you kind words for our customer services. We hope you enjoy your laser engraver, and please feel free to contact again if you need any help.

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7. juli 2026

Thank Milan for you kind words. our team will continue to do our best to make our customers happy.

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7. juli 2026

Dear Peter, thanks for shopping with us. According to our database, you've placed an order of our early-bird coupon for the pre-order product iKier Master, you need to use it to get the $100 discount on the actual order for the product. Our team has sent notification emails to all customers who bought the early-bird coupon. It is still valid, please use it to order iKier Master and get your product. We are sorry for any confusion and inconvenience caused to you.

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7. juli 2026

Dear Customer, we are sorry for the inconvenience caused. Our order confirmation email might have been sent to your spam inbox. We are having our colleagues in tech department to investigate if there are any problem in our email sending system.
Your Order has been delivered according to USPS. Please feel free to contact our customer services if you need any assistance. Thank you.